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Best Practices for Doing More with Less in a Turbulent Economy


Presented By: NICE


Presented by Andrea Matsuda, Andrea Matsuda, Product Marketing, NICE, Donna Fluss, President of DMG Consulting LLC and

Liran Meir Frenkel, Senior Product Marketing Manager, NICE

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About the Webcast

Times are tough, and contact centers are being asked to be creative and find ways to “do more with less.” Executives are committed to delivering a great customer experience (CX), but are also looking for new ways to improve productivity, reduce costs, and enhance agent engagement. The right best practices coupled with new AI-enabled intelligent solutions is helping contact centers achieve these goals. Join Donna Fluss, president of DMG Consulting, and Liran Meir Frenkel, NICE Product Marketing Manager, to learn about: 

  • Best practices that will help you identify ways to do more with less while strengthening the performance of your agents and contact center
  • The innovative applications that will improve productivity and reduce operating costs while doing what customers want most – an accurate and rapid response
  • Case studies that demonstrate and quantify the benefits of these new applications


About the Presenters

Andrea Matsuda, Senior Product Marketing Manager, NICE

Andrea has spent the majority of her career in the contact center world. After graduating from the University of Nebraska-Lincoln, she joined TD Ameritrade as a multi-channel customer service agent. While at TD Ameritrade, she  advanced her career into workforce management. Andrea further advanced her workforce management career when she moved to Toast Inc, where she would eventually become the Senior Manager of the Workforce Management department. Today, she is fortunate enough to fulfill her passion of story telling in marketing for the workforce management industry at NICE, Ltd.

Donna Fluss, Founder & President, DMG Consulting

Donna Fluss is founder and president of DMG Consulting, a provider of contact center and analytics research, market analysis and consulting. For three decades she has helped emerging and established companies build differentiated contact centers that deliver outstanding customer experiences. She is a recognized visionary, author, speaker, and driver of transformation and innovation - providing strategic counsel for enterprises, solution providers, and the investment community.

Liran Meir Frenkel, Senior Product Marketing Manager, NICE

Liran Meir Frenkel is NICE’s RPA & Performance Management Senior Product Marketing Manager. With a rich background in the high-tech industry, she specializes in building and executing global business strategies, short- and long-term roadmaps, and go-to-market plans for cloud and CX domains. Outside of work, Liran is involved in LeadWith, a non-profit organization focused on empowering and promoting women in tech.